A Global Take on Collecting Late Bills

When some people think of a bill collector, an image that comes to mind is that of actors Harry Dean Stanton and Emilio Estevez in the cult favorite “Repo Man.” But Dave Greenberg, who represents the American Bureau of Collections in Santa Ana, does not work under cover of night. And his only armaments are a telephone, facsimile machine, computer and a professional approach.

“Most people think bill collectors are surly types who harass and threaten people who are late on their bills,” Greenberg said. “I guess that’s true of some of them, but to be really successful, you have to win people over. If I were to be instantly rude, why would that person waste a minute more on the phone with me? The situation would remain at an impasse and my client wouldn’t be any closer to getting paid.”

Greenberg specializes in international accounts, and that’s what he likes most about his job. “Every day is a world tour. I may have a client in Beijing asking me to collect accounts in Trinidad or Togo,” he said.

A typical day starts with Greenberg making calls from his home early in the morning to Europe and other parts of the Western Hemisphere. By late evening, he’s on the phone to the Orient.

Greenberg speaks a little Spanish, French and German, but conducts most of his conversations in English. “It seems to be the international language of business,” he said.

Much of his work centers on repairing relations and educating people on how different cultures do business. An interpreter in his office is currently translating brochures on the American legal system from English into Mandarin, and Greenberg is often asked to speak at international business seminars. “This is not typical of what most collections agencies do, but we’ve built a niche for ourselves doing international work,” he said.

Greenberg sees himself as a negotiator and advocate for his clients, which average about 1,500. He handles commercial accounts with debts of more than $25,000, and many tally into six figures.

“What I do is very different than someone who is just starting out at a smaller agency handling consumer accounts,” Greenberg said. “But some of the basic skills required are the same. You have to be able to accept rejection, because it happens every day. No matter how diplomatic you are, people will get very rude and colorful with you on the phone. You have to shrug it off and find other ways to be tenacious and fearless.”

OCCUPATION: Bill Collector

* What’s involved: Locating and contacting individuals and businesses that have failed to pay debts. The collector is responsible for finding out why the payments are not being made and for getting the debtor to pay all or a portion of the owed amount. Some collectors are employed by banks, credit unions and department stores. However, most are employed by agencies that work on retainer for various businesses.

* Qualifications: Knowledge of domestic and international contract law; good verbal and written skills. Some collectors have a college degree, but it is not a requirement. Many have a background in contract negotiations or sales.

* Outlook: By 1998, the number of bill collectors in the county is expected to increase 9.3%, to 3,050.

* Salary range: $20,000 to $40,000.

* Pros: As negotiators, most collectors report satisfaction from their ability to resolve conflict and collect a client’s outstanding accounts.

* Cons: Collectors are often threatened and verbally abused by those in debt.

* Advancement: May move into supervisorial and administrative positions. Some open their own debt collection agencies.

* Quote: “If the person we are contacting gets rude with us on the phone, we have to be able to shrug it off and move the conversation back to a two-way street. If you get ugly back, or slam the phone down in disgust, you’ll never get them to do what you want, and that is to pay the bill.”

--Dave Greenberg

American Bureau of Collections, Santa Ana

Researched by JANICE L. JONES / Los Angeles Times